About this role
• Job Purpose • To strengthen the governance, risk management, and internal control framework across the Business Banking sales function. • To ensure proactive identification, mitigation, and reporting of operational, conduct, and regulatory risks within the sales unit. • To drive high standards of compliance, customer experience, and sales quality through effective monitoring, analytics, and control mechanisms. • To support business growth by embedding a strong control culture without impacting sales productivity. Key Result Areas
• Governance, Risk & Compliance
• Monitor adherence to internal policies, SOPs, SLAs, and regulatory requirements across sales channels.
• Identify, escalate, and track control gaps, operational risks, and compliance breaches.
• Support internal and external audits, ensuring timely closure of audit findings.
• Strengthen control frameworks aligned with regulatory expectations (CBUAE and internal compliance).
• Manage end-to-end customer complaints through CRM in coordination with Customer Care Unit.
• Investigate complaints related to mis-selling, service gaps, and fraud indicators.
• Conduct root cause analysis (RCSA) and drive corrective/preventive actions.
• Monitor lead management, onboarding quality, and documentation standards.
• Ensure adherence to KYC, AML, and onboarding standards.
• D. Reporting & Analytics
• Prepare and publish governance dashboards (MER, KPIs, risk indicators).
• E. Fraud Risk & Control
• Identify suspicious patterns and escalate potential fraud cases to Fraud & Investigation teams.
• Ensure strong preventive controls to minimize fraud exposure.
• F. Process Improvement & Optimization
• Regularly review and update SOPs, SLAs, and operating manuals.
• Partner with business, operations, and product teams to streamline processes.
• Promote digital adoption and process automation across sales and onboarding.
• G. Field Controls & Sales Governance
• Conduct periodic field visits and audits of sales units to ensure compliance (documentation, clean desk, record management).
• Monitor ONR (Open Non-Resolved issues) and ensure timely closure.
• Ensure proper handling of customer documents and adherence to data privacy standards.
• Track completion of mandatory trainings (compliance, AML, conduct).
• Conduct awareness sessions on governance, risk, and compliance topics.
• Drive a culture of accountability and ethical selling practices.
• Manage the Business Continuity for the Unit.
Operating Environment, Framework and Boundaries, Working Relationships
• Work closely with: • Sales Teams (BDOs, Team Leaders, Managers) • Customer Care Unit • Compliance & Risk • Fraud & Investigation Unit • Operations & Product Teams • Ensure effective coordination between business and control functions.
Monitor and manage user access controls and segregation of duties within systems. Problem Solving
• RResolve complex customer complaints and operational issues with minimal escalation.
• Identify systemic issues and implement sustainable fixes rather than temporary solutions.
• Balance business objectives with risk and compliance requirements Knowledge, Skills and Experience
• Recommend and implement process improvements and control enhancements.
• Escalate high-risk issues, fraud cases, and compliance breaches.
• Influence SLA definitions, governance frameworks, and reporting structures.
• Participate in projects related to sales transformation, onboarding, and controls.